CCB’s 95533 Customer Service Centre Won Asia Pacific Customer Service Industry’s Best Customer Service Award

Recently, CCB’s 95533 Customer Service Centre excelled in the Asia Pacific Best Customer Service 2007 poll and won the Asia Pacific Customer Service Industry’s Best Customer Service Award.

This polling event was hosted by Asia Customer Service Association in collaboration with a number of related organisations in the Asia Pacific area including China Best Customer Service Assessment Committee, Hong Kong Call Centre Association, Call Centre Industry Association of Thailand, Contact Center Association of the Philippines, Customer Relationship Management and Contact Centre Association of Malaysia, Indonesia Call Center Association, etc.

The winning of this award by CCB 95533 Customer Service Centre symbolises the fact that CCB’s “customer focussed” operating concept is fully affirmed and widely recognised by all quarters of society, and its fame and influence among the populace is increasing all the time.

The CCB 95533 Customer Service Centre was started up in the late 1990s.  After almost 10 years of development, its business functions are becoming more comprehensive, its service scope is expanding continually, its service quality is improving steadily and its brand reputation and influence are extending further and further.  By now, it is capable of carrying out six main functions including handling service enquires, conducting service supervision, handling transactions, operating external calls, providing the only human service outside normal business hours and offering value-added services.  In fact, it is becoming an important channel for customers to carry out their banking affairs.

As of October 2007, 95533 has a customer count of 26.46 million and, in the last 10 months, it has handled 170 million transactions involving a total amount of 366.1 billion yuan and has made approximately 33.44 million human service phone calls.

In the last two years, CCB has launched a new unified 95533 customer service system which has been effective in enhancing the quality and standards of CCB’s customer service.  The realisation of such highly intensive operation is instrumental in further boosting the competitiveness of 95533.

CCB will firmly embrace its “customer focussed” operating concept and set its aim at raising service quality and increasing customer satisfaction.  It is committed to establishing a customer service centre which is the best in China and a first-class one internationally in order to provide its multitude of customers with better and more efficient financial services.